Posts Tagged ‘AWS’

CloudFormation is a tool from Amazon used to automate the deployment of AWS services. In this post, we’ll cover some tips and tricks for using CloudFormation to automate deploying Amazon Lambda functions for Amazon Connect. This automation is repeatable, testable and far less error prone than asking a person to do it all by hand. […]

Amazon Connect integration with Amazon Lex extends the classic contact center experience using conversational bots. As a result, a self-service experience can be implemented to automate repetitive tasks, such as checking what’s the status of a service case or filling in collateral information. In this video, we show how to leverage Amazon Connect to check […]

The year is winding down and we want to look back at the year that was, from advancements in cloud and the Internet of Things (IoT) to the increased awareness around artificial intelligence. The following are the top 10 blogs our writers penned in the past year. Check them out: #1 – Think Pink: The […]

Between calendars, the check queue status node as well as the capacity settings for each queue, Amazon Connect administrators have several options to handle a busy work day. However, there are some scenarios where the routing behavior needs to be customized beyond these out of the box options. One example would be setting up a […]

Amazon Web Services revealed some banner achievements and announcements in Las Vegas last week, revealing numerous infrastructure, cloud, and development tools that will further innovation in 2018. Over two days, CEO Andy Jassy and CTO Werner Vogels dazzled the crowd with customer case studies, new products, and innovative concepts. Vogels’ keynote is embedded below. With […]

Thousands of developers, technologists, and business leaders are in Las Vegas this week for Amazon Re:Invent. Our leadership are on the show floor demonstrating our Amazon Web Services (AWS) competencies and sharing the successes of our customers over the past year. It’s also a big week for AWS as they announce numerous additions to their […]

One of Amazon Connect’s strengths is the ability to use Amazon Lambda in contact flows to access other AWS services and external systems. Some common use cases are looking up accounts in an external CRM, storing contact data in Amazon DynamoDB or sending emails using Amazon SES or Amazon SNS. To keep contact flows responsive, […]

When configuring the call center experience administrators should keep in mind that long wait times will invariably lead to dropped calls and frustrated customers. An easy way to make sure your callers don’t have to wait on hold for a long time when no agents are available is to make use of the callback feature. […]

With AWS Re:Invent on the horizon from November 27 to December 2, we are proud to announce that we have achieved Advanced Tier for our Amazon Web Services partnership. The achievement is a result of our participation in the Amazon Web Services (AWS) Amazon Partner Network Consulting Partner (APN) program, which enables technology consulting firms […]

Within Amazon Connect we can build engaging contact flows that use Amazon Polly to prompt callers with text to speech utterances. Amazon Polly produces natural sounding speech using deep learning technologies. This is not your old-school and often cringe worthy “robot” voice. With that said, let’s look at a few scenarios where we can delight […]

Quick post here to describe the various JavaScript libraries that you may run into doing custom Amazon Connect development. Lily CCP When you load the Amazon Connect Contact Control Panel (CCP), it loads a JavaScript library called Lily CCP that contains all the code needed to work with the Amazon Connect CTI Web Service and […]

In a previous post on the connect-rtc.js library for Amazon Connect (https://blogs.perficient.com/integrate/2017/10/26/implementing-a-mute-button-in-amazon-connect/), I mentioned that this library needs the “softphone media info” from the Streams API to be able to establish a WebRTC call between the agent and the caller. Let’s take a look at what this softphone media info is and why connect-rtc.js needs […]